Service Desk Analyst

Sonoma Consulting is one of the fastest growing national IT Consulting and Executive Search company in the United States, which was founded in 2011 by Mark McGee, the President and CEO. Sonoma Consulting has two business divisions - IT Consulting Services & Executive Search to serve its 150 national clients which range from entrepreneurial start-ups to Global Fortune 500.

We have an exciting career opportunity for a highly motivated Service Desk Analyst, who will be a member of our Global Service Desk team located in Glenview, IL. The successful candidate will be highly motivated with a solid technical support background, great communication and customer service skills, quick learner, and ability to multi-task and solve computing or communication issues. They will provide critical I/S Service Desk functions i.e. password resets, coordination with LAN (desktop support), and application support for all business users. Individual will be responsible for logging all Service Desk incidents, problems and requests using a common ITSM tracking tool.

This position will be for the 10:00am – 7:00pm CST shift.

Responsibilities Include:

• Provides basic Level 1 and Level 2 phone support for incidents (problem/issues) or service requests related to hardware, software, mobile devices, network/mainframe connectivity and application support.

• Fields tickets that come via phone or emails

• Records incident and status information in a timely / accurate fashion using the appropriate tools in order to communicate with and properly utilize 2nd and 3rd Level support.

• Troubleshoots and resolves incidents and/or escalates to Level 2 support and Subject Matter Experts.

• Facilitates closure of tickets/service request while meeting or exceeding defined service level expectations.

• Follows-through with users incident tickets from assignment to resolution

• Sets a positive, supportive tone with user; creating a positive customer satisfaction relationship

• Contributes and maintains accurate documentation to provide consistent solutions.

• Completes assigned administrative projects (i.e. testing and other project related tasks)

• Other duties as assigned

The ideal candidate will have a minimum of two years experience in a corporate Service Desk role; a strong background with PC systems running Windows 7 or greater; proven experience with Microsoft Office 365, and familiarity with Lotus Notes. Microsoft Specialist, MTA or MCSA helpful but not required. Must possess above average troubleshooting, organizational, verbal and written skills.

Excellent teamwork working within a global team
Excellent communications and interpersonal skills; professional telephone demeanor
Excellent multi-tasking skills. Prioritizes and performs a variety of concurrent tasks with minimal direction
Strong customer service skills and attention to detail
Hardware and software support for both desktop/laptop computers and printers
Follows company standards hardware and software configurations
ITIL knowledge preferred or certification is a plus
MS Office (Word, PowerPoint, Excel) skills is a plus
Bi-lingual skills (Spanish) Preferred but not required
Ability to accommodate work schedule changes including overtime as business requires, and rotating backup support during any global holiday

All qualified applicants will receive consideration for employment without regard to race, color, religion, place of origin, ethnic origin, national origin, ancestry, age, sex, sexual orientation, gender identity, transgender status, genetic information, mental or physical disability, marital status, pregnancy, veteran status, or any other characteristic protected by applicable national, state, or local law.